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A Forrester Total Economic Impact™
Study Commissioned By VMware
September 2018
The Total Economic Impact™ Of VMware Workspace ONE For Windows 10
Cost Savings And Business Benefits Enabled By VMware Workspace ONE For Windows 10 Laptops And Desktops
Table Of Contents Executive Summary 1
Key Findings 1
TEI Framework And Methodology 4
The Workspace ONE Customer Journey 5
Interviewed Organizations 5
Key Challenges 5
Solution Requirements 6
Key Results 6
Composite Organization 7
Analysis Of Benefits 8
Reduced IT Cost To Support Application Installation With Workspace ONE 8
Cost Savings From More Efficient Tier 1 Service Desk Support 9
End-User Efficiency With Fewer Security Issues And Faster App Requests 11
IT Time Savings From More Efficient User Setup 12
Avoided Costs Related to Enterprise Security Risk 13
Cost Savings From Avoided Telecommunications Overage 14
Unquantified Benefits 15
Flexibility 16
Analysis Of Costs 18
Ongoing Costs 18
Implementation Costs 19
Financial Summary 20
VMware Workspace ONE: Overview 21
Appendix A: Total Economic Impact 22
Appendix B: Endnotes 23
Project Director:
Sean Owens ABOUT FORRESTER CONSULTING
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property of their respective companies. For additional information, go to
forrester.com.
1 | The Total Economic Impact™ Of VMware Workspace ONE
Executive Summary
VMware commissioned Forrester Consulting to conduct a Total Economic
Impact™ (TEI) study and examine the potential return on investment (ROI)
enterprises may realize by deploying its VMware Workspace ONE™
Unified Endpoint Management solution powered by AirWatch, particularly
to manage Windows 10 devices across a distributed workforce. The
purpose of this study is to provide readers with a framework to evaluate
the potential financial impact of Workspace ONE for an organization’s
Windows 10 modern management transformation initiative to reduce
security risks, improve desktop management processes, reduce costs, and
improve employee efficiency. Workspace ONE delivers greater mobility to
employees by managing Windows 10 desktop and laptop devices using a
cloud-based, modern management architecture — like the methods
adopted by IT to manage mobile phones — with anywhere access, always
up-to-date operational data, all while adhering to strict corporate security
and management standards.
To better understand the benefits, costs, risks, and longer-term
opportunities associated with Workspace ONE, Forrester interviewed three
organizations that have used Workspace ONE to manage their portfolio of
enterprise-managed devices including laptops and desktops running
Windows 10. These organizations use Workspace ONE to simplify
management of Windows 10 laptops, desktops, and tablet devices and
provide secure, up-to-date devices to employees — including highly
mobile users that may not connect to the office network for weeks or
months at a time.
Prior to the current solution, organizations provided employees Windows
laptops and desktops managed with traditional PC lifecycle management
(PCLM) solutions; however, using a different solution hindered their ability
to consistently and effectively manage highly mobile users. This limited
further organizationwide adoption of Windows 10 and mobile devices.
With Workspace ONE, organizations were able to unify Windows 10
management with mobile device management to deliver: 1) powerful
computing experiences; 2) a standard set of useful applications; and 3) the
right level of management and security. The director of technology
solutions at a nonprofit said, “It freed up people who would have spent
many, many more hours configuring devices to be able to help in other
areas.”
Key Findings
By implementing Workspace ONE, the organizations have reduced
Windows 10 device management and onboarding costs for their remote
workforce and avoided millions of dollars in operational expenses through
their modern management transformation initiatives.
Quantified benefits. The following three-year, risk-adjusted, present
value (PV) quantified benefits are based on a 12,000-employee composite
organization and representative of those experienced by the companies
interviewed:
› Application delivery and deployment time savings of $1.3 million. IT
admins can save significant time responding to end-user application
deployment requests with more end-user self-service. The composite
organization estimates the work time to deliver core applications to
employees has reduced from 2 hours to just over 10 minutes.
Benefits And Costs
IT admin time savings:
$2.1 million
End-user productivity:
$2.0 million
Reduced enterprise security risk:
$318,000
2 | The Total Economic Impact™ Of VMware Workspace ONE
› Reduced help desk and support costs related to desktop security
and management adding up to more than $331,000 in savings. The
composite organization used enhanced Windows 10 patch and update
management functionality to improve security and overall management.
For calls related to Windows 10 desktops and laptops, there are fewer
related to the security and management of desktop; and of those calls
that still happen, fewer are escalated to Tier 2 support or higher,
particularly enabled by improved and timely patch and update
deployment to devices even outside the network. For the composite
organization, calls related to desktop security and management have
reduced 10%, and the number of those calls escalated to Tier 2 or
higher have reduced 46%.
› End-user efficiency has improved through less time spent on
support calls and more faster application installation requests,
adding up to nearly $2.0 million in savings. End users benefit from
more efficient security support, e.g., application requests — particularly
in the time it takes from application request to installation. The
composite organization estimates that employees save a total of 10,200
to 28,100 hours per year, and the time from application request to
delivery has been reduced from 20 days down to three days.
› Reduced PC setup cost savings of nearly $452,000. Device
management admins can also save time on PC setups for new and re-
assigned employees. For the composite organization, the onboarding of
an employee’s device, apps, and content before Workspace ONE was
estimated to take an hour. Now, the composite organization can use
preconfigured scripts, delivered through QR codes, to decrease
onboarding time to 5 minutes.
› Lower enterprise security risk, adding up to more than $318,000 in
savings. Enhanced Windows 10 patch and update management helps
reduce or avoid the risk of a major security event such as a zero-day
event or data breach that could cost the business millions in business
and resource costs.
› Cellphone data overage cost savings of more than $272,000.
Mobility managers can use Workspace ONE to better monitor and
control data overage charges that accrue when employees tether mobile
devices to PCs or use a 4G LTE-enabled PC in the field. The composite
organization estimates several hundred employees use their phone data
plan for business and end up going over their limit. While some
overages are approved and necessary, it is estimated that 80% of data
overages can be avoided with better reporting, monitoring, and
notifications available in Workspace ONE — whether for mobile phones
tethered to devices or data-enabled Windows 10 laptops and desktops.
Unquantified benefits. The interviewed organizations have identified the
following additional benefits that are not yet quantified:
› Organizations expect significant other day-to-day IT management
savings from implementing Workspace ONE. However, beyond the
specific tasks detailed above, they have not yet seen additional benefits
that might allow them to avoid future hires, reallocate desktop
management technicians to more higher-value roles, or reduce the time
spent on managing policy for Windows 10 devices. They do expect to
see benefits in this area, perhaps by the third year of the analysis.
ROI 139%
Benefits PV $4.7 million
NPV $2.7 million
Payback 7 months
3 | The Total Economic Impact™ Of VMware Workspace ONE
› Quantified end-user productivity benefits focus on the time saved by
avoiding unnecessary or long help desk calls and application requests.
This is not the only productivity benefit of Workspace ONE that workers
reported. Employees who access office resources on a more secure and
well-managed device (whether using a home computer, working
remotely, or on a mobile device) can save additional time in day-to-day
work activities.
› One organization implemented Workspace ONE with Content Locker to
manage both devices and content efficiently and securely, and saw
benefits in reduced printing costs, more IT management cost savings,
and more employee productivity benefits.
Costs. The interviewed organizations experienced the following risk-
adjusted PV costs:
› Implementation costs of about $457,000 in the Initial period and
again in Year 1. These are initial costs related to the implementation of
Workspace ONE over the deployment period; the organization spent the
Initial period planning the first wave of deployment; remaining
employees were included during the first year.
› Ongoing licensing and organization resource costs of $1.5 million.
These are the annual costs related to licensing and supporting
Workspace ONE, as well as a small amount of resource time required to
manage any incremental task time related to Workspace ONE (such as
increased range of security and management settings).
The analysis points to three-year present-value (PV) benefits of $4.7
million and three-year costs of $2.0 million (PV). The Workspace ONE
solution net present value (NPV) for a composite organization was $2.7
million with an ROI of 139% and a payback period of seven months.
Total benefits PV, $4.7M
Total costs PV, $2.0M
Initial Year 1 Year 2 Year 3
Financial Summary
Payback:7 months
$1.3M
$331K
$2.0M
$452K$318K $272K
IT administratorsupport forapplication
requests costsavings
IT managementand security cost
savings from moreefficient desktop
support
End user efficiencyimprovements fromfaster app requests
and reduceddowntime
IT time savingsfrom more efficientdesktop and laptop
user setup
Avoided costsrelated to
enterprise securityrisk
Cost savings fromavoided cellphone
data overagecharges
Benefits (Three-Year)
4 | The Total Economic Impact™ Of VMware Workspace ONE
TEI Framework And Methodology
From the information provided in the interviews, Forrester has constructed
a Total Economic Impact™ (TEI) framework for those organizations
considering implementing VMware Workspace ONE.
The objective of the framework is to identify the cost, benefit, flexibility, and
risk factors that affect the investment decision. Forrester took a multistep
approach to evaluate the impact that VMware Workspace ONE can have
on an organization:
DUE DILIGENCE Interviewed VMware stakeholders and Forrester analysts to gather data relative to Workspace ONE.
CUSTOMER INTERVIEWS Interviewed three organizations using Workspace ONE to obtain data with respect to costs, benefits, and risks.
COMPOSITE ORGANIZATION Designed a composite organization based on characteristics of the interviewed organizations.
FINANCIAL MODEL FRAMEWORK Constructed a financial model representative of the interviews using the TEI methodology and risk-adjusted the financial model based on issues and concerns of the interviewed organizations.
CASE STUDY Employed four fundamental elements of TEI in modeling VMware Workspace ONE’s impact: benefits, costs, flexibility, and risks. Given the increasing sophistication that enterprises have regarding ROI analyses related to IT investments, Forrester’s TEI methodology serves to provide a complete picture of the total economic impact of purchase decisions. Please see Appendix A for additional information on the TEI methodology.
The TEI methodology
helps companies
demonstrate, justify,
and realize the
tangible value of IT
initiatives to both
senior management
and other key
business
stakeholders.
DISCLOSURES
Readers should be aware of the following:
This study is commissioned by VMware and delivered by Forrester Consulting.
It is not meant to be used as a competitive analysis.
Forrester makes no assumptions as to the potential ROI that other
organizations will receive. Forrester strongly advises that readers use their own
estimates within the framework provided in the report to determine the
appropriateness of an investment in VMware Workspace ONE.
VMware reviewed and provided feedback to Forrester, but Forrester maintains
editorial control over the study and its findings and does not accept changes to
the study that contradict Forrester’s findings or obscure the meaning of the
study.
VMware provided the customer names for the interviews but did not participate
in the interviews.
5 | The Total Economic Impact™ Of VMware Workspace ONE
The Workspace ONE Customer Journey
BEFORE AND AFTER THE WORKSPACE ONE INVESTMENT
Interviewed Organizations
For this study, Forrester conducted three interviews with VMware
Workspace ONE customers. Interviewed customers include the
following:
Key Challenges
Organizations had previously approached endpoint management from
two different directions: API-based mobile device management (MDM)
and PC lifecycle management (PCLM) using Active Directory and group
policy objects (GPO). This approach led IT inefficiency due to multiple
management solutions and out-of-date operating systems (OSes) for
employees who spend weeks or months away from the office:
› All interviewed organizations identified issues — or at least the risk of
issues — with desktops and laptops used by mobile or remote workers
outside of the company premises. These employees would spend
days, weeks, or even months away from the office — connected to the
internet but not to the company network as they get their day-to-day
work done, with perhaps only the occasional VPN connection. Update
penetration might be one-half of desktops and laptops one month later,
meaning that many devices didn’t have the latest antivirus signature
files, the latest operating system updates, and even the latest zero-day
patches after a significant security breach or event. The director of
technology solutions at a nonprofit explained, “If we sent out a
penetration report after a week, it might be 50% because half of our
devices hadn’t connected to the VPN since we pushed out the last
update.”
› All interviewed organizations saw these issues impact the desktop
management team as well as all end users. Delays meant more issues
and questions, which meant desktop managers and support
technicians spent more time fixing problems and dealing with potential
security holes. And each of these problems meant that end-user time
was impacted as well, leading to downtime and productivity losses.
“The goal was to simplify the IT for users,” said the program manager
at a science agency.
› The nonprofit organization sends many employees into the field; often
to remote locations with little or no Wi-Fi access. They end up relying
on cellphones for communication and internet access (including as a
tethered connection for laptops and desktops). Using cellphone data
ORGANIZATION FOCUS REGION INTERVIEWEE NUMBER OF DEVICES
Public sector science agency Headquartered in Europe
Program manager 20,000 desktops and laptops, 7,500 managed phones
Nonprofit Headquartered in the United States
Director of technology solutions
5,000 desktops and laptops, 1,000 managed phones
Transportation Headquartered in the United States
Flight operations manager and director of desktop services
9,000 Windows 10 tablet devices with Content Locker included in solution
“The goal was to simplify the IT
for users.”
Program manager, science
agency
“If we sent out a penetration
report after a week, it might be
50% because half of our
devices hadn’t connected to
the VPN.”
Director of technology solutions,
nonprofit
6 | The Total Economic Impact™ Of VMware Workspace ONE
connections as the primary internet access led to data overage
charges.
› The airline and science agency both had significant issues with
application delivery: application requests were ad hoc, the time from
request to delivery could be as long as one month, and the effort to
manage the process was too high.
Solution Requirements
The interviewed organizations searched for a solution that could:
› Manage mobile and PC endpoints from a single console.
› Ensure timely security and update delivery and installation to all
devices, even laptops and desktops outside the office network.
› Speed up the application request and delivery process.
› Help avoid costs with better monitoring and reporting of key processes,
such as cellphone data use.
Organizations identified Workspace ONE as the most cost-effective
solution with the greatest benefits, that could deliver secure, well-
managed, and powerful Windows 10 laptops and desktops. The
organizations have or are in the process of upgrading all laptops and
desktops to Windows 10 while deploying Workspace ONE as the mobile
and PC standard.
Key Results
The interviews revealed that key results from the Workspace ONE
investment include:
› IT management time savings related to faster app delivery and
reduction of help desk calls. By leveraging Workspace ONE for
managing Windows 10: 1) organizations have fewer support calls; 2)
updates are fully deployed more quickly; 3) and application installation
requests are much more efficient. In particular, application requests
have seen significant improvements in request cycle time and effort
required to request an application and to deliver the request. “We have
seen some real improvements in terms of problem solving with
Workspace ONE and Windows 10,” said the flight operations manager
at an airline, “Workspace ONE allows us to target delivery of content
and manage the devices securely.”
› Lower security risks. Workspace ONE can help desktop managers
more quickly deploy updates and security patches by connecting and
managing PCs whether they are in the office or outside the network.
This ability reduces the risk of security breaches, thereby leading to
fewer security support calls and a greatly reduced, or avoided, risk of
zero-day events. The director of technology solutions at a nonprofit
explained: “We’re able to generate the reports we need immediately for
management and audit purposes. For issues like Spectre and
Meltdown we were able to able to check to see which devices were
updated and manage exceptions quickly.”
“We have seen some real
improvements in terms of
problem solving with
Workspace ONE and Windows
10.”
Flight operations manager, airline
“We’re able to generate the
reports we need immediately
for management and audit
purposes. For issues like
Spectre and Meltdown we
were able to able to check to
see which devices were
updated and manage
exceptions quickly.”
Director of technology solutions,
nonprofit
7 | The Total Economic Impact™ Of VMware Workspace ONE
› More efficient end users. The end user needs to make time to work
with the support team or wait while they work on their desktop or
laptop. Avoided calls and faster application requests means employees
save time. The program manager at a science agency explained:
“Before, we had a lot of different processes to ask for a new
application. We unified the different processes and now a user can find
all the applications that he or she may need for work through the
catalog of applications in the Workspace ONE portal.”
› Lower telecommunications costs. For example, Workspace ONE
can monitor cellular data usage. The director of technology solutions at
a nonprofit said, “It’s going to allow us to save a whole lot of money
because we’re able to issue alerts and warnings,” and they can send
these warnings to users and managers when a phone or mobile-
enabled laptop is near its limit. Employee behavior changes and of
course turning off data access can lead to reduced overage costs.
Composite Organization
Based on the interviews, Forrester constructed a TEI framework, a
composite company, and an associated ROI analysis that illustrates the
areas financially affected. The composite organization is representative
of the three companies that Forrester interviewed and is used to present
the aggregate financial analysis in the next section. The composite
organization that Forrester synthesized from the customer interviews has
the following characteristics:
Description. An organization with 12,000 employees, many of which
spend a significant amount of time working from home, travelling, and
even visiting remote locations. The desktop support staff is about 10
people and supports 14,000 desktop and laptop devices. The
organization is a public sector agency with an annual budget of $2.5
billion, though consider this as descriptive flavor as most of the IT and
end-user scenarios, benefits, and cost savings apply to a traditional
revenue-based business as well.
Deployment. In the first year, 6,000 desktops were deployed with
Windows 10 and Workspace ONE. By year two, Workspace ONE and
Windows 10 had been installed on all desktops and laptops.
Key assumptions
12,000 employees
14,000 desktops
Two-year deployment
“Before, we had a lot of
different processes to ask for a
new application. We unified
the different processes and
now a user can find all the
applications that he or she
may need for work through the
catalog of applications in the
Workspace ONE portal.”
Program manager, science
agency
8 | The Total Economic Impact™ Of VMware Workspace ONE
The table above shows the total of all benefits across the areas listed below, as well as present values (PVs) discounted at 10%. Over three years, the composite organization expects risk-adjusted total benefits to be a PV of nearly $4.7 million.
Analysis Of Benefits
QUANTIFIED BENEFIT DATA AS APPLIED TO THE COMPOSITE
Reduced IT Cost To Support Application Installation
With Workspace ONE
Workspace ONE already manages the standard application portfolio
covering the Windows 10 applications that all employees or large groups
of employees use — including spreadsheets presentation and document
editors; data tools for the finance or research teams; CRM for sales and
marketing, etc. However, the organization has a set of more than 200
additional applications, some of which are only available via request.
The initial deployment of these applications was a highly manual and
unmanaged procedure — often individual departments would have
their own process steps and requirements that would pull IT resources
away from other important tasks. It could take up to a month to review
the application request, check licensing, route for the request for
review and approval, and then deploy the app. The program manager
of a science agency explained: “Previously, it took us more than a
month to go through the different processes, the development, the
packaging, etc. Now, it takes just a few days and the user can have
the application.”
The IT department expects to see continued improvement in the
second and third year as it completed deployment to all laptops and
desktops.
The composite organization estimates:
Prior application request
IT time:
2 hours
Current application
request IT time:
12 minutes
Total Benefits
REF. BENEFIT YEAR 1 YEAR 2 YEAR 3 TOTAL PRESENT VALUE
Atr IT administrator support for application requests cost savings
$260,707 $671,517 $716,943 $1,649,167 $1,330,629
Btr IT management and security cost savings from more efficient desktop support
$64,895 $167,153 $178,460 $410,507 $331,217
Ctr
End user efficiency improvements from faster app requests and reduced downtime
$387,904 $999,147 $1,066,736 $2,453,787 $1,979,836
Dtr IT time savings from more efficient desktop and laptop user setup
$142,251 $273,006 $129,103 $544,360 $451,941
Etr Avoided costs related to enterprise security risk
$85,050 $144,788 $161,494 $391,331 $318,310
Ftr Cost savings from avoided cellphone data overage charges
$53,317 $137,333 $146,635 $337,285 $272,138
Total benefits (risk-adjusted) $994,124 $2,392,943 $2,399,371 $5,786,437 $4,684,071
9 | The Total Economic Impact™ Of VMware Workspace ONE
Impact risk is the risk that the business or technology needs of the organization may not be met by the investment, resulting in lower overall total benefits. The greater the uncertainty, the wider the potential range of outcomes for benefit estimates.
› In the first year, 6,600 desktops and laptops will have Windows 10
installed and be managed by Workspace ONE. By the second year, all
desktops and laptops will be included.
› Before Workspace ONE, application requests required about 2 hours
of IT time, per request. With Workspace ONE, application requests
now only take a little more than 10 minutes, resulting in a total
reduction of up to nearly 23,000 hours in a year.
Reviewing benefits with a conservative eye is a key part of Forrester’s
TEI methodology. To account for the risk of potentially overestimated
application requests or the time-to-deliver each request, Forrester
adjusted this benefit downward by 5%, yielding annual benefits of
$274,428 in Year 1, $706,860 in Year 2, and $754,677 in Year 3, for a
three-year risk-adjusted total PV of more than $1.3 million.
Cost Savings From More Efficient Tier 1 Service
Desk Support
With Workspace ONE managing Windows 10 PCs, the organization has
seen fewer help desk calls related to desktop security or management
issues, and the calls that are made are resolved more quickly, without
Reduced IT Cost To Support Application Installation With Workspace ONE: Calculation Table
REF. METRIC CALC. YEAR 1 YEAR 2 YEAR 3
A1 Windows 10 desktops and laptops managed with Workspace ONE
6,600 17,000 18,150
A2 Mobile devices managed with Workspace ONE 7,500 8,000 9,000
A3 Nonstandard application requests each year (that can be impacted by Workspace ONE)
A1*(2/3) 4,620 11,900 12,705
A4 Application request cycle time before Workspace ONE (days)
20 20 20
A5 Application request cycle time with Workspace ONE (days)
3 3 3
A6 Application request IT administrator time before Workspace ONE (hours per request)
2.0 2.0 2.0
A7 Application request IT administrator time with Workspace ONE (hours per request)
0.2 0.2 0.2
A8 Cycle time savings with Workspace ONE (days per request)
A4-A5 17 17 17
A9 Application request IT admin time savings with Workspace ONE (hours per request)
A6-A7 1.8 1.8 1.8
A10 Application request IT admin time savings with Workspace ONE (total hours)
A3*A9 8,316 21,420 22,869
A11 Desktop technician fully burdened average hourly rate
$33 $33 $33
At Reduced IT cost to support application installation with Workspace ONE
A10*A11 $274,428 $706,860 $754,677
Risk adjustment ↓5%
Atr Reduced IT cost to support application installation with Workspace ONE (risk-adjusted)
$260,707 $671,517 $716,943
10 | The Total Economic Impact™ Of VMware Workspace ONE
escalation to Tier 2 or higher. Better application delivery, up-to-date
management of PCs, and efficient patch deployment means fewer and
easier-to-resolve calls to the help desk. “It allows our service desk to
resolve tickets on first-call resolution,” said the director of technology
solutions at a nonprofit.
Before Workspace ONE, organizations identified several issues:
› Updates and patches were not installed in a timely manner, particularly
for employees that worked remotely. The director of technology
solutions at a nonprofit explained, “Our update penetration report after
a week might only be 50% because those devices haven’t connected
to the network. Today all that is required is an internet connection, and
they’re going to get their update.”
› Longer application request cycles meant employees would often call in
to ask for an update.
› And any other IT inefficiency opened opportunities for users to call if
they’ve been waiting long enough.
Organizational estimates and assumptions include:
› One help desk call is made per year per device.
Cost Savings From More Efficient Tier 1 Service Desk Support: Calculation Table
REF. METRIC CALC. YEAR 1 YEAR 2 YEAR 3
B1 Total number of help desk calls each year related to desktop management before Workspace ONE
A1 6,600 17,000 18,150
B2 Total number of help desk calls each year related to desktop management after Workspace ONE
A1*70% 4,620 11,900 12,705
B3 Help desk calls reduced with Workspace ONE
B1-B2 1,980 5,100 5,445
B4 Percentage of calls escalated to Tier 2 or higher before Workspace ONE
25% 25% 25%
B5 Percentage of calls escalated to Tier 2 or higher with Workspace ONE
15% 15% 15%
B6 Average time of Tier 1 call (minutes) 10 10 10
B7 Average time of Tier 2 call (minutes) B6*4 50 50 50
B8 Total time saved per year (hours) (B2*(B5*B7+(1-B5)*B6)+B3*(B4*B7+(1-B4)*B6))/60
1,892 4,873 5,203
B9 Cost of Tier 1 call $20 $20 $20
B10 Cost of Tier 2 call or higher $50 $50 $50
Bt Cost savings from more efficient tier 1 service desk support
B2*(B4-B5)* (B10-B9)+B3* ((1-B4)*B9+B4*B10)
$68,310 $175,950 $187,853
Risk adjustment ↓5%
Btr Cost savings from more efficient tier 1 service desk support (risk-adjusted)
$64,895 $167,153 $178,460
Tier 2 escalations:
25% before
15% today
11 | The Total Economic Impact™ Of VMware Workspace ONE
› Twenty-five percent of these calls escalate to Tier 2 support or higher,
which costs at least $30 more per call resolution than issues resolved
in the first call (which would all be Tier 1 calls).
› A ten-percentage-point reduction in help desk calls from those users
with devices managed with Workspace ONE, with better desktop and
laptop management and monitoring using the over-the-air desktop
management features that Workspace ONE provides. Organizations
can restrict Wi-Fi connection types or disable the camera. WSO
management capabilities for Windows 10 extends beyond full MDM
model with support for core traditional PC management functions —
including GPOs, BIOs and firmware configuration, Win32 app
management, and etc.
› Fewer security issues take place whether inside or outside the office,
and the remaining calls are handled much more efficiently. Only 15%
of (an already reduced number of) calls are now escalated to Tier 2.
That reduction in total Tier 2 calls before Workspace ONE compared to
after is 58%.
› Complete patch deployment (100%) is delivered much more quickly
than before.
The help desk supports all types of users with all types of issues — this
can be hard to categorize and track. In order to allow for overestimated
expectations of the number of help desk calls related to desktop support,
and the number that require higher-end service, a 5% risk adjustment
has been applied. The risk adjusted benefits are $64,895 in Year 1,
$167,153 in Year 2, and $178,460 in Year 3, adding up to a three-year
risk-adjusted total PV of more than $331,000.
End-User Efficiency With Fewer Security Issues
And Faster App Requests
In addition to the app installation cost savings for IT administrators,
employees receive similar benefits by utilizing the self-service app
request and deployment features of Workspace ONE. With Workspace
ONE’s improved management capabilities for Windows 10 devices,
employees spend less time dealing with application requests and
applications are installed much sooner than before.
For the science agency, the time it takes for an application request to go
from initial ask to completed installation has shrunk, with self-service
requesting, automated approval routing, and access to a secure
application catalog that can release approved applications for
installation. The program manager at a science agency explained,
“Previously, it took us more than a month to go through the different
processes, the development, the packaging, etc. Now, it takes just a few
days and the user can have the application.”
For the airline, the flight operations manager highlighted issues with app
deployment and updates without a constant connection: “There was no
progress indicator; there was nothing to tell them that they even
connected. Pilots would contact us saying, ‘It’s been 2 hours and I still
haven’t seen my app,’ only to search and find it was installed without
them knowing it.” This created a lot of unnecessary confusion and
wasted time for both pilots and support techs. With Workspace ONE, the
self-service application catalog can be accessed at any time, whether
connected to the company network or in a remote location and provides
better status information for users.
“It freed up people who would
have spent many, many more
hours configuring devices to
be able to help in other areas.”
Director of technology solutions,
nonprofit
12 | The Total Economic Impact™ Of VMware Workspace ONE
The organization estimates it receives a little less than one application
request for each device (e.g., the number of desktops and laptops
managed by Workspace ONE). Before, each request would take weeks
and required effort and/or led to downtime — both of which add up to
about 4 hours per employee per request. With Workspace ONE
managing Windows 10 PCs, the number of requests remain the same
but take much less time to complete (now less than 1 hour). “It freed up
people who would have spent many, many more hours configuring
devices to be able to help in other areas,” said the director of technology
solutions at a nonprofit.
Additionally, end users were impacted by other support requests and
security issues — each call to the help desk that took IT time (measured
in the previous section) also took end-user time — estimated to be about
twice the IT time, including additional time lost by the user, time spent
trying to fix it themselves, etc. Now, fewer calls and calls with faster time-
to-resolve means more efficient end users.
Note that for broad employee productivity benefits, Forrester applies a
standard 50% factor to allow that not every minute saved is used directly
for work-related tasks.
This benefit includes a small risk adjustment because the time savings or
number of employees impacted may be overestimated, or more support
calls may be received for new issues related to Workspace ONE and
Windows 10.
To account for these risks, Forrester adjusted this benefit downward by
5%, yielding $387,904 in Year 1, $999,147 in Year 2, and $1,066,736 in
Year 3, which add up to a three-year risk-adjusted total PV of nearly $2
million.
IT Time Savings From More Efficient User Setup
The nonprofit was able to simplify PC management by automating the
initial enrollment and configuration of the Windows 10 devices. The
director of technology solutions at a nonprofit explained: “For volunteer-
use laptops, we created a single QR code. Instead of typing in an entire
email address and whatnot, they were able to unbox the device, scan the
End-User Efficiency With Fewer Security Issues And Faster App Requests: Calculation Table
REF. METRIC CALC. YEAR 1 YEAR 2 YEAR 3
C1 Application request time saved, per year (from Table A)
A10*200% 16,632 42,840 45,738
C2 End-user security and support downtime avoided (from Table B)
B8*200% 3,784 9,747 10,406
C3 Average business user fully burdened average hourly rate
$40 $40 $40
C4 Percentage of work time saved that is used for work-related tasks
50% 50% 50%
Ct End-user efficiency with fewer security issues and faster app requests
(C1+C2)*C3*C4 $408,320 $1,051,733 $1,122,880
Risk adjustment ↓5%
Ctr End-user efficiency with fewer security issues and faster app requests (risk-adjusted)
$387,904 $999,147 $1,066,736
13 | The Total Economic Impact™ Of VMware Workspace ONE
QR code, and it would be enrolled in Workspace ONE. Based on the QR
code, the home screen and applications were automatically configured.”
Before Workspace ONE, the organization saw that:
› Net new PCs, or PCs that changed users, would take as much as one
hour of desktop manager time to set up and configure.
› These setup tasks are required for all new PCs.
› Some PCs counted as “managed by Workspace ONE” are employee
personal devices; since these would not have been allowed before
Workspace ONE, these are not included in the time savings benefit.
› Additionally, it is estimated that 10% of all PCs change hands each
year at least once, meaning user and application setup need to be
repeated.
With Workspace ONE, the organization can complete setup in as little as 5 minutes.
To allow for overestimated expectations of the number of device setups
or the time it takes to complete, a 5% risk adjustment has been applied.
The risk adjusted benefits are $142,251 in Year 1, $273,006 in Year 2,
and $129,103 in Year 3, adding up to a three-year risk-adjusted total PV
of nearly $452,000.
Avoided Costs Related to Enterprise Security Risk
With Workspace ONE, admins have greater visibility to PCs under
management, even those that are outside of the office. Improved patch
deployment and better control over mobile hardware not only reduces
help desk and end-user impact, but also reduces risk for the whole
business. For example, better security protection can help avoid zero-
day issues. Even if desktops and laptops in the organization are affected
by an event like Spectre or Meltdown, better management and auditing
can help identify, quarantine, and repair or replace devices. Even internal
issues such as a lost laptop can be handled quickly and effectively with
device encryption and remote wipe to avoid a major — even catastrophic
— confidential data exposure.
As a result, employees not only benefit from additional features that
operating-system upgrades bring, but IT admins are confident that the
IT Time Savings From More Efficient User Setup: Calculation Table
REF. METRIC CALC. YEAR 1 YEAR 2 YEAR 3
D1 Number of device setups required per year A1*75% 4,950 9,500 4,493
D2 Work time required to complete setup before (minutes)
60 60 60
D3 Work time required to complete setup with Workspace ONE (minutes)
5 5 5
D4 Desktop technician hours saved per year D1*(D2-D3)/60 4,538 8,708 4,118
D5 Desktop technician fully burdened average hourly rate
A11 $33 $33 $33
Dt IT time savings from more efficient user setup D4*D5 $149,738 $287,375 $135,898
Risk adjustment ↓5%
Dtr IT time savings from more efficient user setup (risk-adjusted)
$142,251 $273,006 $129,103
14 | The Total Economic Impact™ Of VMware Workspace ONE
devices have the latest security patches and hardware-level protections
that decrease the risk of major, zero-day security events and data
leakage opportunities, which could represent significant costs.
Organizations could be faced with large regulatory fines, the need to hire
additional auditors, missing a competitive opportunity, or having to deal
with a PR crisis. The Ponemon Institute publishes an annual report on
the impact of security that includes these and other considerations, and
for an organization the size and focus as the composite organization, the
cost of a major security event could be millions.1 Furthermore, their
analysis estimates a 10% chance of a security breach happening in any
given year.
With Workspace ONE, the composite organization estimates that it has
reduced its security risk exposure by 35% in the first year and 55% in
later years.
As this benefit covers a broad timeframe and is only an estimate of what
the organization would have to pay to remediate a major security issue,
chances of an event occurring and the amount an event may cost could
be greatly over or underestimated. To take a conservative approach,
Forrester adjusted this benefit downward by 10%, yielding $85,050 in
Year 1, $144,788 in Year 2, and $161,494 in Year 3, adding up to a
three-year present value of more than $318,000.
Cost Savings From Avoided Telecommunications
Overage
Workspace ONE manages a variety of devices, including phones and
tablets that often come with cellular data connections. Workspace ONE
can manage, track, and alert users of this information, much like the
tracking and reporting on patch and update progress for Windows 10
laptops and desktops.
While all interviewed organizations reported large groups of highly
mobile employees, the nonprofit also mentioned that their mobile users
may be sent to locations with little or no broadband or wireless access,
such as a remote country, a local park, street corner, or a vacant lot. As
a result, they often have to rely on cellphone data connections tethered
to their Windows 10 device to look up information and communicate with
others. However, it’s easy to exceed data usage limits, and interviewees
said they had paid significant overage charges as a result.
With Workspace ONE, the organization can monitor and report on data
Avoided Costs Related to Enterprise Security Risk: Calculation Table
REF. METRIC CALC. YEAR 1 YEAR 2 YEAR 3
E1 Estimated cost of a major security breach $2,700,000 $2,925,000 $3,262,500
E2 Estimated chance of a major security event (within a year)
10% 10% 10%
E3 Estimated annual risk exposure before Workspace ONE
E1*E2 $270,000 $292,500 $326,250
E4 Reduction in risk exposure with Workspace ONE 35% 55% 55%
Et Avoided costs related to enterprise security risk E3*E4 $94,500 $160,875 $179,438
Risk adjustment ↓10%
Etr Avoided costs related to enterprise security risk (risk-adjusted)
$85,050 $144,788 $161,494
15 | The Total Economic Impact™ Of VMware Workspace ONE
usage. The director of technology solutions at a nonprofit explained,
“We’re able to issue alerts and warnings like, ‘You’ve used 50% of your
data for the month,’ and then at 75% we send a similar message to a
user and copy his or her supervisor.” Costs can be reduced not just
through hard data limits, but by changing employee behavior to use data
more conscientiously, and to identify devices that don’t use data as much
and could be downgraded to a cheaper plan.
With Workspace ONE the composite organization estimates:
› That each month 15% of highly mobile employees go over the data
plan limits, resulting in overage charges.
› Those overages cost about $20 per device per month.
› And 80% of those overages can be eliminated with Workspace ONE.
Note, this could be higher — even 100% — but it’s expected that some
users may simply miss or ignore the alerts (if hard data limits are not
applied).
As this benefit includes necessary employee behavior changes for many
employees, the expected improvement could be greatly over or
underestimated. To take a conservative approach, Forrester adjusted
this benefit downward by 15%, yielding $53,317 saved in Year 1,
$137,333 in Year 2, and $146,635 in Year 3, adding up to a three-year
risk-adjusted total PV of more than $272,000.
Unquantified Benefits
In addition to the quantified benefits detailed above, some additional
benefits have been identified but are not yet measured:
› Organizations expect significant other day-to-day IT management
savings from implementing Workspace ONE. However, beyond the
specific tasks detailed above, they have not yet seen additional
benefits that might allow them to avoid future hires or reallocate
desktop management technicians to more valuable roles, due to
simplification of PCLM.
• However, they do expect to see this benefit more in the
coming years as they begin to unify their approach to device
management. Based on an average fully burdened desktop
salary of $75,000, avoiding two hires would mean a benefit of
$150,000 per year, plus the avoided costs of recruiting,
Cost Savings From Avoided Telecommunications Overage: Calculation Table
REF. METRIC CALC. YEAR 1 YEAR 2 YEAR 3
F1 Number of highly mobile devices A1*33% 2,178 5,610 5,990
F2 Percentage of employees that go over data plan, per month
15% 15% 15%
F3 Cost of data plan overages, on average $20 $20 $20
F4 Percentage of data overages avoided with better monitoring and alerting with Workspace ONE
80% 80% 80%
Ft Cost savings from avoided telecommunications overage
F1*F2*F3*F4*12 $62,726 $161,568 $172,512
Risk adjustment ↓15%
Ftr Cost savings from avoided telecommunications overage (risk-adjusted)
$53,317 $137,333 $146,635
Desktop management
efficiency leads to
avoided future hires
previously needed to
meet expected growth.
Expanded solution
benefits that include
Content Locker lead to
cost savings.
16 | The Total Economic Impact™ Of VMware Workspace ONE
Flexibility, as defined by TEI, represents an investment in additional capacity or capability that could be turned into business benefit for a future additional investment. This provides an organization with the "right" or the ability to engage in future initiatives but not the obligation to do so.
estimated to be $20,000 to $30,000 or more per hire. The
program manager of a science agency explained: “The goal is
to simplify and to have the same policy-like approach for
phones, laptops, desktops or other devices. With Workspace
ONE we can have a unified approach.”
• While many organizations may already see greater IT
management efficiency, that can mean the team won’t need to
add more people or could even transfer or promote some
people to other roles, not every organization sees these
benefits right away. Windows OS APIs for MDM support are
continually being added or improved, which means some
organizations have not been able to completely move away
from traditional desktop management approaches. Forrester
expects that Workspace ONE will help here, though these
benefits are not quantified.
• If the organization sees IT efficiency benefits that can lead to
avoided hires before the end of the three-year analysis period,
that would impact ROI significantly. For example, if in the third
year the organization can avoid the salary and hiring costs for
two desktop technicians (adding up to about $200,000 of
avoided costs), the ROI could increase more than 10
percentage points.
› Additionally, all other employees should experience even more
efficiency gains than measured above from reduced help desk calls
and faster application requests. Workspace ONE allows the
organization greater confidence in device management and security,
which for the interviewed organizations has led to more mobile-
enabled work. Some employees are already mobile and are now able
to get more done, some are now able to work remotely or even from
their (Workspace ONE managed) home laptop or desktop. These and
other examples lead to more time savings and also likely greater
employee satisfaction.
› For one organization, the airline, in addition to Workspace ONE device
management, Content Locker was included in the solution to securely
deliver documents and information to their pilots and flight attendant
who may never set foot in an office. The airline expects to see
significant benefits in reduced printing costs, more IT management
cost savings and employee productivity benefits, and even fuel
consumption savings (through carrying less paper).
Flexibility
The value of flexibility is clearly unique to each customer, and the
measure of its value varies from organization to organization. There are
multiple scenarios in which a customer might choose to implement
Workspace ONE and later realize additional uses and business
opportunities.
The nonprofit and science agency may consider integrating Workspace
ONE with other VMware solutions, such as virtualization and/or content
management and security, which come with tools to help with
deployment and integration in a Workspace ONE environment.
All three organizations can realize additional benefits by expanding their
use of Workspace ONE beyond the initial scope. For example:
17 | The Total Economic Impact™ Of VMware Workspace ONE
› Improved experience for employees, due to an expansion of device
choice options for employees, such as Chromebooks, iOS, and
Android devices, all of Workspace ONE can manage.
› Decreased device management platform costs, due to continued
standardization efforts that occur as organizations consolidate
management of all operating systems under Workspace ONE and
retire end-of-life legacy systems.
Flexibility would also be quantified when evaluated as part of a specific
project (described in more detail in Appendix A).
18 | The Total Economic Impact™ Of VMware Workspace ONE
The table above shows the total of all costs across the areas listed below, as well as present values (PVs) discounted at 10%. Over three years, the composite organization expects risk-adjusted total costs to be a PV of less than $935,000.
Implementation risk is the risk that a proposed investment may deviate from the original or expected requirements, resulting in higher costs than anticipated. The greater the uncertainty, the wider the potential range of outcomes for cost estimates.
Analysis Of Costs
QUANTIFIED COST DATA AS APPLIED TO THE COMPOSITE
Ongoing Costs
Annual costs for Workspace ONE include service licensing, and some
additional time dedicated to new Workspace ONE-specific tasks.
Along with implementation is the ongoing cost of supporting Windows 10
devices managed by Workspace ONE. Since desktop support is an
ongoing IT task, only the time required for brand-new tasks associated
with Workspace ONE with Windows 10 is included. While benefits
already include significant reductions in IT task time, there are still a few
new tasks that need to be planned for. For example, IT admins will
spend some time configuring the updated Windows 10 API within the
Workspace ONE policy engine, leading to some incremental costs in that
new area.
Estimated subscription licensing costs for Workspace ONE are also
included. These estimates are based on publicly available information
from the Workspace ONE website though, as VMware typically provides
midmarket and enterprise customers a license discount, a conservative
discount has been applied here. The license costs are also based on a
mix of license type – some are licensed per-user, some are per-device to
reflect that many users may have one device that needs Workspace
ONE licensing while some have more than one (such as a laptop and a
desktop, or a desktop and a home device that still requires a Workspace
ONE agent for the employee to use it to access work resources). This is
meant to reflect the experience of the interviewed organizations and is
not meant to be any indication of official pricing for VMware solutions;
talk to your VMware representative for that.
Total Costs
REF. COST INITIAL YEAR 1 YEAR 2 YEAR 3 TOTAL PRESENT VALUE
Gtr Ongoing costs $0 $306,420 $743,550 $816,405 $1,866,375 $1,506,445
Htr Implementation costs $239,400 $239,400 $0 $0 $478,800 $457,036
Total costs (risk-adjusted)
$239,400 $545,820 $743,550 $816,405 $2,345,175 $1,963,481
Ongoing Costs: Calculation Table
REF. METRIC CALC. INITIAL YEAR 1 YEAR 2 YEAR 3
G1 Workspace ONE licensing $291,420 $728,550 $801,405
G2 New Workspace ONE management resource time
$15,000 $15,000 $15,000
Gt Ongoing costs G1+G2 $0 $306,420 $743,550 $816,405
Risk adjustment 0%
Gtr Ongoing costs (risk-adjusted) $0 $306,420 $743,550 $816,405
19 | The Total Economic Impact™ Of VMware Workspace ONE
The annual costs for Workspace ONE licensing and management are
based on public costs (with adjustments described above), so a risk-
adjustment factor of 0% is applied. The risk-adjusted present-value of
annual costs is about $1.5 million.
Implementation Costs
Upfront costs for Workspace ONE included planning and implementation
of the Workspace ONE solution as well as upgrading the operating
system to Windows 10 on some PCs (though for most PCs, it was
assumed that all Windows 10 deployment costs were accounted for —
as well as the many benefits enabled by Windows 10 which are included
in its own Windows 10 deployment initiative and business case).
The deployment across all PCs was expected to be complete by the
beginning of Year 2 — meaning that all IT managers and end users were
able to begin to take advantage of the benefits then. However, that
meant that the implementation work had to happen first. To provide a
simple and more conservative approach to modeling, implementation
costs were added in the Initial and Year 1 investment periods,
corresponding to the benefits that can be reaped starting with the smaller
Year 1 deployment and growing in years 2 and 3.
The implementation costs for Workspace ONE added up to about
$239,000 for the Initial period and in Year 1, including a small risk-
adjustment factor to allow for higher-than-expected subscription or
resource costs. The risk-adjusted present-value of implementation costs
is about $457,000.
Implementation Costs: Calculation Table
REF. METRIC CALC. INITIAL YEAR 1 YEAR 2 YEAR 3
H1 Implementation time (weeks) 30 30
H2 Number of desktop engineers and other IT resources involved in implementation
5 5
H3 Percent of time spent on implementation
100% 100%
H4 Desktop engineer fully burdened average hourly rate
$38 $38
Ht Implementation costs H1*40* H2*H3*H4
$228,000 $228,000 $0 $0
Risk adjustment ↑10%
Htr Implementation costs (risk-adjusted)
$239,400 $239,400 $0 $0
Year 1: 6,000 deployed
Year 2: full deployment
20 | The Total Economic Impact™ Of VMware Workspace ONE
The financial results calculated in the Benefits and Costs sections can be used to determine the ROI, NPV, and payback period for the composite organization's investment. Forrester assumes a yearly discount rate of 10% for this analysis.
Financial Summary
CONSOLIDATED THREE-YEAR RISK-ADJUSTED METRICS
Cash Flow Chart (Risk-Adjusted)
-$1.5 M
-$1.0 M
-$0.5 M
$0.5 M
$1.0 M
$1.5 M
$2.0 M
$2.5 M
$3.0 M
$3.5 M
$4.0 M
Initial Year 1 Year 2 Year 3
Cashflows
Total costs
Total benefits
Cumulative net benefits
These risk-adjusted ROI,
NPV, and payback period
values are determined by
applying risk-adjustment
factors to the unadjusted
results in each Benefit and
Cost section.
Cash Flow Table (Risk-Adjusted)
INITIAL YEAR 1 YEAR 2 YEAR 3 TOTAL PRESENT VALUE
Total costs ($239,400) ($545,820) ($743,550) ($816,405) ($2,345,175) ($1,963,481)
Total benefits $0 $994,124 $2,392,943 $2,399,371 $5,786,437 $4,684,071
Net benefits ($239,400) $448,304 $1,649,393 $1,582,966 $3,441,262 $2,720,590
ROI 139%
Payback period 7.0
21 | The Total Economic Impact™ Of VMware Workspace ONE
VMware Workspace ONE: Overview
The following information is provided by VMware. Forrester has not validated any claims and does not endorse
VMware or its offerings.
VMware Workspace ONE is a comprehensive enterprise mobility platform built to manage any endpoint including
smartphones, tablets, laptops, rugged, printers, wearables, and internet-of-things (Io)T devices across all major
operating systems in a single management console throughout the entire device life cycle. With a mobile cloud
architecture, Workspace ONE is designed to scale as business initiatives evolve.
Workspace ONE seamlessly unifies the technologies of identity, native apps, and device management to remove
the friction of disparate systems. With a multilayered security approach across the user, endpoint, app, data, and
network, Workspace ONE provides complete protection of corporate data and intelligent access controls,
compliance monitoring, and threat detection.
The Workspace ONE apps suite enables mobile productivity and collaboration with consumer simple and
integrated business apps such as Boxer, Browser, Content Locker, and Socialcast that unlock mobile
micromoments and drive digital transformation.
For more information on Workspace ONE, visit https://www.vmware.com/products/workspace-one.html.
22 | The Total Economic Impact™ Of VMware Workspace ONE
Appendix A: Total Economic Impact
Total Economic Impact is a methodology developed by Forrester
Research that enhances a company’s technology decision-making
processes and assists vendors in communicating the value proposition
of their products and services to clients. The TEI methodology helps
companies demonstrate, justify, and realize the tangible value of IT
initiatives to both senior management and other key business
stakeholders.
Total Economic Impact Approach
Benefits represent the value delivered to the business by the
product. The TEI methodology places equal weight on the
measure of benefits and the measure of costs, allowing for a
full examination of the effect of the technology on the entire
organization.
Costs consider all expenses necessary to deliver the
proposed value, or benefits, of the product. The cost category
within TEI captures incremental costs over the existing
environment for ongoing costs associated with the solution.
Flexibility represents the strategic value that can be
obtained for some future additional investment building on
top of the initial investment already made. Having the ability
to capture that benefit has a PV that can be estimated.
Risks measure the uncertainty of benefit and cost estimates
given: 1) the likelihood that estimates will meet original
projections and 2) the likelihood that estimates will be
tracked over time. TEI risk factors are based on “triangular
distribution.”
The initial investment column contains costs incurred at “time 0” or at the
beginning of Year 1 that are not discounted. All other cash flows are discounted
using the discount rate at the end of the year. PV calculations are calculated for
each total cost and benefit estimate. NPV calculations in the summary tables are
the sum of the initial investment and the discounted cash flows in each year.
Sums and present value calculations of the Total Benefits, Total Costs, and
Cash Flow tables may not exactly add up, as some rounding may occur.
Present value (PV)
The present or current value of (discounted) cost and benefit estimates given at an interest rate (the discount rate). The PV of costs and benefits feed into the total NPV of cash flows.
Net present value (NPV)
The present or current value of (discounted) future net cash flows given an interest rate (the discount rate). A positive project NPV normally indicates that the investment should be made, unless other projects have higher NPVs.
Return on investment (ROI)
A project’s expected return in percentage terms. ROI is calculated by dividing net benefits (benefits less costs) by costs.
Discount rate
The interest rate used in cash flow analysis to take into account the time value of money. Organizations typically use discount rates between 8% and 16%.
Payback period
The breakeven point for an investment. This is the point in time at which net benefits (benefits minus costs) equal initial investment or cost.
23 | The Total Economic Impact™ Of VMware Workspace ONE
Appendix B: Endnotes
1 Source: “2017 Cost of Data Breach Study: United States,” Ponemon Institute, June 13, 2017 (https://www.ponemon.org/library/2017-cost-of-data-breach-study-united-states).